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1、Conflict Resolution -解决冲突,NO. 20,2,Situation Analysis：形式分析 Before you can resolve a situation, you must know exactly what the problem is. Empathy：体谅 Commonly referred to as putting yourself in the other persons shoes.,3,Sympathy：同情 A form of consolation that shows understanding and support for someo
2、nes adverse predicament or situation. Apology：道歉 Making amends by saying youre sorry or admitting to a mistake.,4,Reason：理由 Explanation of the root cause driving the problem or for somebodys behavior that led to the conflict. Action：措施 Steps that will be taken to positively resolve the conflict so t
3、hat all parties involved are satisfied.,5,Resolution：决议 The end result of the action(s) taken to solve a conflict. Follow-up： 后续工作 Post-mortem process that occurs in the aftermath of resolving a conflict.,6,Feedback：反馈,Pre-resolution：决议前 The process of giving and receiving input in the form of comme
4、nts, opinions, observations, and analysis to make all parties involved appreciate and understand the circumstances of a conflict, and to shed further light on the reasons and/or motivations of a conflict.,7,Post-resolution：决议后 The process of giving and receiving input in the form of comments, opinio
5、ns, observations, and analysis to either validate or invalidate the success of the conflict resolution.,8,Usage (1/5),Situation Analysis John, we gotta put out a fire. I just heard Mary and Linda yelling at each other again. This time the CEO heard them too. Whats going in? Lets get to the bottom of
6、 this. Empathy I totally understand Sams problem. The same thing happened to my uncle a few years ago.,9,Sympathy Poor Wanda. She just lost her parents in a car accident, and shes having a lot of trouble dealing with it. Apology Our careless mistake in losing her order calls for an apology.,Usage (2
7、/5),10,Reason I know youre short on staff in your department, Paul, but the company cant afford too many shipping delays. Action To reduce eyestrain, we are going to install anti-glare screens on all of the companys computers.,Usage (3/5),11,Resolution I agree to your solution. Emily and I will disc
8、uss how we can better co-ordinate our functions. Follow-up So, Charles, have you and Dick decided on your vacation schedules yet?,Usage (4/5),12,Feedback Id like some feedback from both of you next week. Let me know how things are working out.,Usage (5/5),13,Summary,It is inevitable that there will
9、be conflicts among the personnel in almost any company, large or small. The key goal for managers is to resolve these conflicts as quickly and as fairly as possible. This helps to avoid simmering employee discontent, promotes good company morale, and is a factor in maintaining the highest possible productivity level.,14,几乎所有大小公司的职员之间都不可避免地会发生一些冲突。管理人员的主要目标就是尽快并尽量公平地解决这些冲突。这有助于避免员工不满情绪的膨胀，提高公司的凝聚力，也是维持尽可能高的生产力的因素之一。,